The ICO exists to empower you through information.

Handling requests is about how the public authority is able to receive an FOI request and its ability to complete the request within the statutory timescales. The questions within this module include how processes are documented,  their availability to your colleagues and how the public authority learns from previous request handling.

All questions are mandatory.

Criteria

Good:

  • The public authority’s procedures for handling FOI requests are clear and easily accessible and regularly reviewed.
  • There is a clear route for requesters to follow when requesting information or internal review.
  • Consideration is always given to providing the requester with advice and assistance to enable them to clarify or rephrase their request.
  • Reasonable searches are carried out to establish whether the requested information is held, within statutory timescales.
  • Liaison with relevant parties does not prevent responding within statutory timescales.
  • Procedures are always updated to reflect action taken or recommendations for change arising from the handling of previous cases.

Adequate:

  • There is a route for requesters to follow when requesting information or internal review but it is not well advertised.
  • The public authority has procedures for handling FOI requests but they are not clear, easily accessible or regularly reviewed.
  • Consideration is sometimes given to providing the requester with advice and assistance to enable them to clarify or rephrase their request.
  • Reasonable searches are carried out to establish whether the requested information is held, mostly within statutory timescales.
  • Liaison with relevant parties occasionally prevents responding within statutory timescales.
  • Procedures are sometimes updated to reflect action taken or recommendations for change arising from the handling of previous cases.

Unsatisfactory:

  • The public authority does not advertise to requesters how to make a request for information or internal review.
  • There are few, inadequate, or no procedures for handling FOI requests.
  • The requester is rarely, or never, provided with advice and assistance to enable them to clarify or rephrase their request.
  • Searches to establish whether the requested information is held are rarely or never carried out within statutory timescales.
  • Liaison with relevant parties often prevents responding within statutory timescales.
  • Procedures are rarely or never updated to reflect action taken or recommendations for change arising from the handling of previous cases.

 

More information

Procedures for handling FOI requests should be clear and easily accessible to all staff. They should also be regularly reviewed.

More information

Is it easy for people to make a request? The contact details a requester should use when making a request for information/internal review should be readily available, eg an advertised generic email, postal address, web page etc. Accessibility requirements must be considered.

More information

Is it is clear from the wording of the request what they are seeking? Requests are often ambiguous, with many potential interpretations or no clear meaning at all. If you can’t answer the request because you are not sure what is being requested, you must contact the requester as soon as possible for clarification. You must consider whether you can give the requester advice and assistance to enable them to clarify or rephrase their request. 

More information

Do you have efficient and effective mechanisms for consulting with third parties? Under the FOIA, information may be held by the public authority itself or by another person on behalf of the authority. When searching for information within the scope for the request, you should include relevant paper and electronic records, personal as well as shared drives and offsite records.

More information

The public authority’s procedures should include guidance on consulting with relevant parties in a timely manner. Relevant parties could include internal stakeholders, the qualified person, third parties, central referral units and more.

More information

Do you have processes in place to learn from previous request handling? Lessons learned are a useful tool to improve future compliance.